Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/50295
Title: Consolidating revenue operations within the Government : an empirical study
Authors: Tanti, Gianluca
Keywords: Tax administration and procedure -- Malta
Malta. Revenue Department
Administrative agencies -- Malta -- Reorganization.
Executive departments -- Malta -- Management.
Issue Date: 2019
Citation: Tanti, G. (2019). Consolidating revenue operations within the Government: an empirical study (Master's dissertation).
Abstract: Purpose: This research study is aimed at assessing the quality of services offered by the newly consolidated revenue department. An assessment was undergone to assess the change in the service provision and to formulate propositions for future consolidations. Design: The said purpose was achieved through seventeen face-to-face semistructured interviews carried out with seventeen interviewees, including those managing the process, employees within the Commissioner for Revenue, tax practitioners, and representatives from Malta Institute of Accountants (MIA), Malta Institute of Taxation (MIT) and MaltaPost p.l.c. Findings: This study indicated that the outcome of the merger hangs in the balance. It was highlighted that the main limitation of success was the lack of internal communication and knowledge, and it resulted that this should be enhanced by having more training sessions in place. In addition, it has emerged that the new services were viewed as a success by some respondents and a deterioration by others. Conclusions: This study concludes that more planning before implementing could have driven the organisation to be better consolidated. This could have improved the way employees were informed, enhancing internal communication, and thus, leading to a better service. Value: Through this study, the present success or otherwise of the department could be analysed, and any necessary improvements could be explored, as well as implemented to enhance the service delivery by the department.
Description: M.ACCTY.
URI: https://www.um.edu.mt/library/oar/handle/123456789/50295
Appears in Collections:Dissertations - FacEma - 2019
Dissertations - FacEMAAcc - 2019

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